Ankita Shivhare

• Resolved customer issues quickly and effectively while maintaining a high degree of customer satisfaction.
• Regular check-ins (QBRs, EBRs)
• Providing product updates and feature releases.
• Developed and maintained relationships with customers to ensure customer success.
• Managed customer accounts by responding promptly to inquiries, resolving issues, and following up on action items.
• Analyzed customer feedback to identify areas for improvement and develop strategies for enhancing customer experience.
• Developed in-depth knowledge of the company's products, services and processes to provide accurate information to customers.
• Increased customer satisfaction through proactive customer success initiatives.
• Coordinated with other departments to ensure timely resolution of customer requests and complaints.
• Led team of customer success specialists, providing ongoing training and support to enhance team performance.
• Streamlined communication channels between customer success and engineering teams, expediting issue resolution.
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• Company Overview: CPaas company
• Take ownership of customer issues and ensuring a fix for it
• Troubleshoot problems and see them through to resolution
• Escalate unresolved issues to the appropriate internal teams
• Document knowledge in the form of solution articles
• Master the use of a helpdesk software Collaborate with Product Management & Engineering teams to identify and drive improvements to our existing products
• Provide training and mentoring to the new hires and guide them through to ensure we all meet the target
• Taking ownership of sharing updates in the team and providing timely refreshers for better understanding
• CPaas company

Company Overview: Software company

• Provided exemplary technical support for a prominent US-based client, specializing in handling diverse technical queries, billing issues, and software-related concerns within a voice process
• Demonstrated proficiency in addressing and resolving customer inquiries, ensuring a high level of customer satisfaction
• Engaged in effective communication with clients to comprehend and troubleshoot technical issues, providing clear and concise solutions
• Specialized in handling software-related queries, troubleshooting technical glitches, and guiding clients through step-by-step solutions
• Collaborated with cross-functional teams to escalate and resolve complex technical issues promptly
• Managed approximately 30 incoming calls, emails and faxes per day from customers.'
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

• Company Overview: Telecommunication
• Delivered primary customer support to customers in a dynamic and fast-paced environment
• Ensured sustained customer satisfaction by implementing forward-thinking strategies, addressing customer needs, and resolving concerns effectively such as billing
• Utilized the company's troubleshooting resolution tree to assess technical issues, combining personal expertise to identify and implement appropriate solutions
• Handled billing for prepaid/postpaid customers and solving network related and service related issues and worked in different line of business (sales/upgrades) and been a member of the pilot process as well (Chat support)
• Provided training to the new hires for the pilot process to ensure they are able to deliver the best and able to maintain the NPS
• Telecommunication

• Company Overview: Customer Service
• Maintaining a results-focused, empathetic, and professional attitude toward customers at all times
• Responding promptly and effectively to customer inquiries using chat services and other communication channels
• Acknowledging and resolving customer complaints with a consultative approach and persuasive skills
• Having a consultative approach by understanding our products and policies thoroughly, allowing you to answer customer questions effectively
• Keeping detailed records of customer interactions, transactions, comments, and complaints for future reference
• Communicating and coordinating with colleagues, utilizing written communication skills, to provide seamless customer service
• Providing feedback on the efficiency of the customer service process, contributing to the overall success of the team
• Managing a team of junior customer service representatives to ensure they contribute to the team's success
• Ensuring customer satisfaction and providing professional customer support and focused in resolving issues within given handling time
• Customer Service